Team Lead - Resolution/Control Tower

About Us Visit Health is a pioneering health-tech platform, founded in 2016 by BITS Pilani alumni, dedicated to making healthcare accessible, affordable, and preventive. Originated as a telemedicine platform during the 2015 Swine Flu epidemic, Visit Health has grown into an all-in-one wellness ecosystem that connects doctors, insurers, and millions of Indian families. Our services range from physical and mental wellness to OPD benefits, empowering both individuals and corporations to prioritize well-being. Our Core Offerings - Employee Assistance Program (EAP): Mental health support services for a balanced work-life experience. - Personalized Health Plans: Tailored wellness programs with fitness, meditation, and nutritional guidance. - Health Check-ups & Screenings: Preventive check-ups and vaccinations for proactive health management. - Comprehensive Wellness Programs: Designed to boost morale, productivity, and holistic employee health. - Preventive & OPD Care: Seamless primary care and OPD services, reducing out-of-pocket expenses through cashless OPD benefits. Founding Team The founding team — Chetan Anand, Anurag Prasad, Vaibhav Singh, and Shashvat Tripathi — established Visit Health to bridge the healthcare gap in India. Driven by their experiences with limited healthcare access in Pilani, they have built Visit Health into a platform that advocates quality, accessible healthcare for everyone. What Sets Us Apart - Comprehensive & Flexible OPD Benefits: Visit offers unlimited access packages for employees and dependents, covering mental health, nutrition, diagnostics, and doctor consultations. - Integrated Platform: Combining primary and secondary care, our platform connects corporates, insurers, and retailers, making healthcare seamless and holistic. - Engagement & Gamification: AI-driven insights, step challenges, and rewards (FitCoins) drive high engagement and builds lasting healthy habits. - 24/7 Accessibility: Accessible health support anytime, designed to address India’s diverse healthcare needs. Key Milestones & Achievements - Expanding Primary Care Access: Serving over 5 million users with 1.5 million annual health checkups, 500,000 doctor consultations, and 200,000 pharmacy orders. - Strategic Partnerships: Collaborations with leading insurers and doctors, reaching 2,500 major Indian corporations and MSMEs. - Technological Innovation: Introduced India’s first cashless OPD insurance program in partnership with Apollo Munich, with a network of over 35,000 doctors. - Awards & Recognition: Honored in Forbes 30 Under 30 Asia (2020) and BITSAA Global 30 Under 30 (2022). - Funding Success: Secured over $40 million in investments to drive growth and service expansion. Future Vision Visit Health aims to further strengthen India’s primary care infrastructure, expand its corporate and insurer partnerships, and introduce advanced health tech solutions. With a focus on universal health coverage, we’re committed to making healthcare accessible for all employees and their families, supporting them in leading healthier lives. Visit Health — Empowering workplaces with accessible, affordable, and impactful healthcare. We are looking for energetic individuals to join our Resolution team. Role Overview We are looking for an experienced and driven Team Lead – Resolution to lead a high-performing team focused on customer issue resolution. This role is pivotal in ensuring smooth communication, timely grievance redressal, and continuous improvement in our support systems. You will act as a bridge between the frontline and internal teams, driving insights and actions to improve user experience. What You’ll Do Lead & Manage the Resolution Team: Supervise a team of Associates handling customer escalations, ensuring SLA adherence and top-tier service quality. Drive RCA & Problem Solving: Own deep-dive root cause analysis for escalated issues and oversee prompt and effective resolution delivery to users. Process Ownership: Identify recurring issues and process gaps; collaborate with internal teams (Ops, Product, Support) to build long-term fixes. Ensure Communication Closure: Make sure all stakeholder threads (internal/external) are closed and users don’t face repeated friction. Data Analysis & Reporting: Analyze resolution and ticketing data to surface trends, share actionable insights, and guide team strategy. Improve Team Performance: Monitor team KPIs, run performance reviews, and upskill team members through coaching and feedback. Build SOPs & Best Practices: Define and improve escalation management workflows to minimize turnaround time and maximize customer satisfaction. Must Haves Should be able speak fluent English & Hindi; Tamil spoken will be an added advantage 4–6 years of experience in customer support, escalation handling, or control tower roles, with 1–2 years of team leadership experience . Proven success in fast-paced environments like E-commerce, Q-commerce, or startups. Strong problem-solving mindset with an ability to navigate ambiguity and break down complex issues. Excellent verbal and written communication skills for interacting with users and internal stakeholders. Demonstrated customer-first approach with a strong sense of ownership and empathy. Strong analytical skills; ability to use tools and dashboards to derive insights and make data-driven decisions. Immediate Joiners Preferred ; experience in healthcare, health-tech, or wellness is a plus. Why Join Visit Health? Join a fast-scaling health-tech platform creating real impact across India’s healthcare ecosystem. Be part of a mission-driven team working to simplify and humanize healthcare for millions. Work alongside passionate, high-performing professionals in an agile and collaborative culture. Interested? Reach out directly at amee.thakar@getvisitapp.com OR apply here!